What You Need

iPhone 3G Carrier
Troubleshooting Guide
Headset jack

Receiver

Ring/Silent
switch

Volume
buttons

To use and test iPhone, you will need the following:

Sleep/Wake
button

SIM card tray

Camera
(on back)

Status bar

Touchscreen

Application
icons

Home button

Dock connector

Speaker

Microphone

iPhone System Requirements

These are the minimum system requirements for a customer to use iPhone:
A wireless service plan with the carrier that provides iPhone service in your area.
A Mac or a PC with a USB 2.0 port and one of the following operating systems:
- Mac OS X version 10.4.10 or later.
- Windows XP Home or Professional with Service Pack 2 or later.
- Windows Vista Home, Premium, Business, Enterprise, or Ultimate edition.
Display resolution on your computer set to 1024 x 768 or higher
iTunes 7.7 or later, available at www.apple.com/itunes.
An Internet connection (broadband recommended).

A wireless service plan with the carrier that provides iPhone service in your area.
Configure settings as described in the iTunes Settings section, below.
Wi-Fi Wireless Network.
Apple Dock Connector (30-pin) to USB Cable
Apple USB Power Adapter for iPhone
iPhone Headset with Mic
Anti-Static Brush
Compressed-Gas Duster (difluoroethane only) with straw nozzle
Note: Always follow usage instructions and avoid products with undue safety risks
SIM Eject Tool
iPhone Polishing Cloth
Lighted Otoscope or 4x Lighted Magnifying Glass (to check for Liquid Submersion
Indicator activation, and for dirt, debris, or corrosion)

iTunes Settings Prior to Testing

Important: To avoid the possibility of syncing the customers iPhone when connecting
to the test computer, verify that the Disable automatic syncing for all iPhones under
the iPhones tab in iTunes Preferences is selected.

Inspection for Debris or Corrosion in Ports

Visual Inspection
A visual inspection is performed before troubleshooting to protect test cables and
identify conditions and potential causes that may affect warranty coverage.

Debris or other contamination could prevent proper function, connection, charging, or

testing and should be removed if possible.
Use a lighted otoscope or lighted magnifying glass to check the:

Liquid Submersion Indicators

iPhone 3G has two liquid submersion indicators: one in the headset jack and one in
the dock connector. If needed, first clean the headset jack and dock connector (see
procedures), then use a lighted Otoscope or magnifier to inspect both indicators.
Headset jack: The bottom of the headset jack is normally a white or a silver metallic
color. If the iPhone has been submerged in liquid, a red or pinkish color appears across
half of the indicator.

Dock connector
Headset jack
Speaker opening
Microphone opening

Important: Corrosion indicates exposure to liquid and is not covered under warranty.
If debris or contamination is from an external cause, any resulting non-operation,
malfunction, damage, or cosmetic damage is also not covered under warranty.
Examples :
Clean, no debris, contamination, or corrosion

Triggered Liquid Submersion Indicator

Not Triggered

Dock Connector: To check, hold the iPhone so that you can point the lighted otoscope
or magnifier at an angle to view the center of the bottom inside face of the dock
connector port opening (not the connector pin rail).
The indicator is white, and oval shaped. If the indicator has been exposed to liquid, the
indicator will turn red, as shown at right.

Corrosion (original iPhone shown)

Lint

Liquid Damage of Display Module

In the event an iPhone is submerged or encounters an excessive amount of liquid,
damage may occur to the display module. In some cases liquid damage can be
observed under the display module when the unit is able to power on.
Liquid damage to the display module is NOT covered under warranty.

Note: Lint or other foreign debris should be removed with a compressed-gas duster,
and if needed, an anti-static brush and or anti-static tweezers, before connecting
cables.

Dock Connector Cleaning Procedure:

Speaker and Microphone Cleaning Procedure:

Follow this procedure to remove dirt, debris or other foreign matter trapped in the
dock connector.

Audio performance issues can be a result of dirt, debris or other foreign matter
trapped in the microphone or speaker covers (holes on the bottom of the iPhone),
such as:

Tools: (see What You Need heading)

Anti-Static Brush
Anti-Static Tweezers
Compressed-Gas Duster (Important: Follow all product safety precautions)

Low or distorted speaker volume while playing music or during a hands-free call.
Muffled, low volume or distorted microphone.

1.

Turn off the iPhone (red slider).

Compressed-Gas Duster (Important: Follow all product safety precautions)

2.

Blow out any fine debris with the compressed-gas duster.

Important: To prevent liquid gas (white spray) from being sprayed into the port:

1.

Turn off the iPhone (red slider).

2.

To prevent damage to the mesh, hold the compressed-gas duster nozzle at least
1mm from the mesh. Direct 3 short bursts from the compressed-gas duster
directly at the mesh to blow out debris. Use in less than 5 second bursts.
ImportantTo prevent liquid gas (white spray) from being sprayed into the port:

Tools:

Never shake or agitate the compressed-gas duster canister, or lay it on its side.
Hold the can upright, never tilt the can or spray the can upside-down.
Before each use, clear the nozzle of any liquid gas: Hold the can upright, point
the nozzle away from you, and spray several times until the stream is clear.

3.

Never shake or agitate the compressed-gas duster canister, or lay it on its side.
Hold the can upright when using. Never tilt the can or spray the can upsidedown.
Before each use, clear the nozzle of any liquid gas: Hold the can upright, point
the nozzle away from you, and spray several times until the stream is clear.

If needed, delicately brush out debris or lint. Be careful not to damage the
contacts along the top of the connector pin rail.
3.

4.

If needed, use anti-static tweezers to pull out any large pieces of debris or lint.

Apply 1 short burst at both ends at an angle to blow out any remaining debris.

Headset Jack Cleaning Procedure:

Dirt, debris or other foreign matter trapped in the headset connector (jack) can cause
audio or functional performance issues, such as:
iPhone is stuck in headset mode and no call audio is heard from the Receiver.
Audio from the headset is distortedhas static or crackles.
No sound is heard from headset or one channel does not operate.
Microphone on headset is distorted or non-operational
Tools:
Compressed-Gas Duster Important: Follow all product safety precautions
To prevent liquid gas (white spray) from being sprayed into the jack:
- Never shake or agitate the compressed-gas duster canister, or lay it on its side.
- Hold the can upright, never tilt the can or spray the can upside-down.
- Before each use, clear the nozzle of any liquid gas: Hold the can upright, point the
nozzle away from you, and spray several times until the stream is clear.
1.

Visually inspect the iPhone headset jack for loose debris.

2.

If present, use the compressed-gas duster with the straw attached (following the
guidelines, above) to blow out the debris. Dispense gas for no more than 5
seconds.

Guidelines for Damage Classification

The following tables and examples will help you determine warranty coverage for
damaged iPhones.
Enclosure Damage Classification

Severe
Enclosure
Damage

Examples

Warranty
Classification

Puncture holes

NOT Covered

Bent or crushed
enclosure

NOT Covered

Issue

Evidence of
Liquid or
Corrosion
Damage

External Physical
Damage

Example 1

Example 2

Triggered Liquid Submersion Indicator

Housing
Condition

Warranty
Coverage

Minor or
Severe
Damage

NOT
covered
and
NOT
repairable

Corrosion

Minor or
Severe
Damage

Multiple Display
Fractures
(Cover glass
or LCD)

Minor or
Severe
Damage

Single Display
Fracture
(Cover glass
or LCD)

Minor
damage, no
sign of
impact or
damage
near
fracture
location

Hairline Two-Leg
Display Fractures
(May include two
legs only if it
passes through
the earpiece
receiver or Home
button location)

Minor
damage, no
sign of
impact or
damage
near
fracture
location

NOT
covered

NOT
covered

Issue

Examples

Display
Condition
Single or
Multiple
Fractures

Damage
caused by
Disassembly
of iPhone

Housing
Damage
Minor or
Severe
Damage

Warranty
Classification

NOT covered

Note: A disassembled iPhone is defined as a unit that meets one or more of

the following conditions:

The unit is in three (3) or more unassembled pieces.

The unit is open at time of inspection and clearly missing internal
parts and/or screws.
Failure of the iPhone consistent with internal damage, and customer
admits that the unit has been disassembled, including the removal
and reinsertion of external housing screws.

Functional
Defect

Single or
No Display
Fractures

Minor or
No Housing
Damage

COVERED

Button
Functionality

Single or
No Display
Fractures

Minor or
No Housing
Damage

COVERED

Scratches

Single or
No Display
Fractures

Minor or
No Housing
Damage

COVERED with
Functional
Defect Only

Light
Abrasions

Single or
No Display
Fractures

Minor or
No Housing
Damage

COVERED with
Functional
Defect Only

Small dents
(<0.3mm)

Single or
No Display
Fractures

Minor or
No Housing
Damage

COVERED with
Functional
Defect Only

COVERED

COVERED

Note: Cosmetic complaints are not covered under the warranty without a functional defect,
unless the issue was present before the customer received the iPhone. An iPhone with a
cosmetic complaint should only be replaced or repaired if there is also an unrelated functional
complaint.

Serial Number and IMEI Number Identification

3.

There are several ways to get the serial number and IMEI number of the iPhone 3G.
1.

If the iPhone is operational, the serial number and IMEI number can be found in
the About screen: Settings > General > About

If the iPhone is not operational, the serial number and IMEI number are on the
SIM tray. Use the SIM eject tool to remove the SIM Tray.
SIM eject tool
SIM tray

4.

On the original packing, the serial number is printed on the barcode label.

Battery Charging
2.

With the iPhone connected to the computer, in iTunes, click the iPhone Summary tab.

The iPhones serial number and phone number will display on screen.

Verify that there is enough battery charge for the iPhone to work. Charge the battery
by connecting the iPhone to the USB power adapter.
Note: iPhone 3G cannot be charged from a FireWire power adapter.
Important: If iPhone is very low on power, it may display one of the following images,
indicating that iPhone needs to charge for up to ten minutes before you can use it. If
iPhone is extremely low on power, the display may be blank for up to two minutes
before one of the low-battery images appears.

Note: You can choose Edit > Copy to put the serial number in the Clipboard.
If you click the words Phone Number in this tab iTunes will also display the IMEI
of the iPhone as shown below:

Battery Life Tips

Reference Tables

Battery life depends upon the iPhone application settings and use.

Verify an issue, attempt to fix it, then verify whether the issue is resolved.

To conserve battery power, the customer might try any of the following:

CompTIA codes used to categorize failures:

Software: Use iTunes to install the latest iPhone software to ensure that you have the
latest battery conservation features.
3G Network Connectivity: 3G connections require more power than 2G connections.
If a 2G network is available, turning off 3G (Settings > General > Network) when not
needed will extend battery life.
Location Services: Applications that actively use locations services (GPS, cellular
tower, Wi-Fi positioning) affect battery life. Disable Locations Services from Settings >
General > Location Services and use location services only when needed.
Mail Auto-Check: Set iPhone to automatically check for emails less frequently, or
manually, in the Mail settings (Settings > Mail > Auto-Check).
Yahoo! Mail: If the customer has a Yahoo! mail account, turn off push mail when its
not needed. Open Settings, select Mail, select your Yahoo! account, select Advanced,
and set Use push mail to OFF.
Reduce Mail Accounts: Delete unnecessary mail accounts. The less mail accounts that
the iPhone checks, the less battery power it uses.

CompTIA Code

Issue

B02

Controls no response (button-switch-touch)

B03

Any battery issue

B04

Any display issue

B05

Input output issue (Audio-Video-USB)

B06

Alert message on screen or computer

B07

No Power-will not boot-unusually warm

B08

No Service - dropped calls - SIM issue

B09

Issue with Accessories

B0A

Any Camera issue

B0B

Any audio issue

B0C

Connectivity (Web-GPS-WiFi-BT)

Wi-Fi: Turn off Wi-Fi (Settings > Wi-Fi > Wi-Fi ON/OFF) when not in use.
Signal Strength: Power usage increases in no coverage areas. Even in standby, cell
phones continually try to communicate their location, monitor signal strength and
available networks. Turning on Airplane Mode during this time (which disables the
phone, Internet access, and Bluetooth) will increase battery life.

Several iPhone troubleshooting functions:

iPhone Function

Action

Quit Frozen
Application

Press and hold the Home button for at least six seconds, until the
iPhone returns to the Home screen.

Power Off

Auto-Lock: Set the iPhone to lock itself (and go to sleep) after as short a time as
possible (Settings > General > Auto-Lock).

Press and hold the Sleep/Wake button until a red slider appears. Slide
the slider to power off.

Power On

Press the Sleep/Wake button, or Home button and slide the Unlock
slider to power on.

Manual Lock: Lock the phone when finished using it by tapping the Sleep/Wake
button.

Force Reset

Press and hold both the Sleep/Wake button and the Home button for
at least ten seconds, until the Apple logo appears.

EQ: If music is listened to frequently turn off equalization (Settings > iPod > EQ Off ).

Reset All Settings

Settings > General > Reset > Reset All Settings

Brightness: Turn on Auto-Brightness to allow the iPhone to adjust the brightness to

an appropriate level for the current location (Settings > Brightness > Auto-Brightness
ON/OFF). Lowering the brightness slider can also improve battery life.

Restore 1

Restore with iTunes. (This restores the OS and firmware.)

Erase All Content

and Settings 1

Settings > General > Reset > Erase All Content and Settings
Caution: Can take up to 2 or more hours to complete, depending upon
iPhone model.

Bluetooth: If you do not use Bluetooth, turn it off (Settings > General > Bluetooth >
Bluetooth ON/OFF).

Charge Cycles: For proper lithium-based battery maintenance, be sure to go through

at least one charge cycle per month. A charge cycle is defined as a complete 100%
charge and running the battery all the way down.

1 Warning: This makes all content inaccessible (including un-synced photos and contacts).

Touchscreen Function Testing (failure CompTIA code B02)

The touchscreen touch functionality can be tested in this two step process:
1.

Launch the basic calculator application to test all but the top row of the screen.
Press each button on the calculator to verify activity.

2.

To test the number readout area at the top of the screen, rotate the iPhone to
launch the scientific calculator and press all the buttons in the left two rows.

Accelerometer Testing (failure CompTIA code B08)

To test, select a photo and open while holding the iPhone vertically. Rotate the iPhone
to a horizontal position and the image orientation will change to landscape mode.
When verifying the accelerometer remember that videos display in wide-screen
orientation only, and when testing photos, the calculator, or web pages, hold the
iPhone in a vertical plane, not horizontal.

Frozen, Wont Power Off, Application Not Working Right, or Other Irregular
Behavior (failure CompTIA code B02)
Try these methods in the following order, until the iPhone returns to normal
operation:
iPhone Function

Action

Quit Frozen Application

Press and hold the Home button for at least six seconds,
until the iPhone returns to the Home screen.

Force Reset

Press and hold both the Sleep/Wake button and the

Home button (for at least ten seconds) until the Apple
logo appears (the red slider screen appears first, then the
Apple logo screen).

Restore

Restore with iTunes.

(This restores the OS and firmware.)
Warning: This makes all content inaccessible (including unsynced photos and contacts).

Ambient Light Sensor Testing (failure CompTIA code B02)

The ambient light sensor brightens the display when using the iPhone in bright light
environments, and dims the display in low light. To test this sensor, do the following:
1.
2.
3.

4.
5.

Verify that the Brightness setting (Settings > Brightness) is set to Auto-Brightness
ON, and that the Brightness level is set near the middle of the slider.
Press the Home button to return to the Home screen, then press the Sleep/Wake
button to lock the iPhone.
In a bright light environment, cover the top third of the iPhone to block the light,
then press the Sleep/Wake button or the Home button to wake the phone. Slide
the slider to unlock the phone.
Notice the brightness of the screen and application icons; they should be
dimmed.
Remove the cover from the top of the display and in a few moments the display
will brighten.

Symptoms and Solutions

Wont Charge (failure CompTIA code B07)
1.
2.

Check charging with a known good USB power adapter. Replace customers
power adapter if suspect.
If charge icon does not show charging, check that iPhone software version is up
to date.

Will Not Power On (failure CompTIA code B07)

Use the following procedures when the iPhone will not power on.
1.
2.
3.

4.

Check the liquid submersion indicator for activation.

Connect the iPhone to a USB power adapter to charge for at least 10 minutes.
Perform a Force Reset by pressing and holding the Sleep/Wake button and the
Home button at the same time for at least 10 seconds until the Apple logo
appears.
Try to Restore the iPhone:

Restoring the iPhone:

1. Disconnect the USB cable from iPhone.
2. Press and hold the Home button while reconnecting USB cable. The iPhone
should power on. Note: If you see the message Charging... Please Wait, let the
iPhone charge for at least 10 minutes more to ensure the battery has some charge
and then start again.
3. Continue holding the Home button while iPhone starts up. You will see the Apple logo.
4. When you see Connect to iTunes on the iPhone screen, you can release the
Home button and iTunes will display the recovery mode message.
Note: If you dont see the Connect to iTunes screen, then disconnect the USB
cable from iPhone, power off the iPhone (red slider) and repeat steps 2-5.
5. If you are still unable to restore the iPhone, continue to the Device Firmware
Update procedure.

Device Firmware Update:

1. Connect the iPhone to a USB port on the test computer.
2. If the iPhone screen is not blank, press and hold both the Home button and
Sleep/Wake button until the screen goes blank.
3. Release the Sleep/Wake button, but continue to hold the Home button (about 20
seconds) or until iTunes recognizes the iPhone. You can then release the Home
button
4. The iPhone display will remain blank. Click the Restore button in iTunes.
5. If you are still unable to restore, fail the iPhone.

Cannot Make or Receive Calls, Send or Receive Text Messages, Access E-Mail
or The Web (failure CompTIA code B08)
1.
2.
3.
4.
5.
6.
7.
8.
9.

Make sure Airplane mode is off.

If the iPhone is in a carrying case, remove it from the case and power cycle the
unit.
If there is not at least one bar of signal-strength, try moving to another location
and check for a better signal.
If not using Wi-Fi make sure there is a cellular network connection (3G or EDGE).
Turn Airplane mode on for 15 seconds, then off. This resets all of iPhones wireless
connections.
For text messaging, make sure that the area code is included with phone
numbers in the contacts list.
Power cycle the unit.
Reset network settings: Settings > General > Reset > Reset Network Settings.
Reset all Settings: Settings > General > Reset > Reset All Settings.

iPhone Does Not Appear in iTunes (failure CompTIA code B05)

If it appears in the test computer iTunes Source list:
1. Verify the customers system requirements. iPhone will not appear in iTunes earlier
than 7.7.
2. The customer should verify all their cable connections from the iPhone to the
computer, and that the USB cable is connected directly to the computer.
3. If iPhone does not appear in the iTunes Source list on the test computer:
Verify the battery charge.
Power cycle the iPhone
Try a different USB 2.0 port on the computer.
Try different dock to USB cable.

No Audio (failure CompTIA code B0B)

1.
2.
3.

Verify that there is nothing plugged into the headset jack.

Inspect for lint or other contamination in the headset jack. Blow out if necessary.
Increase the volume setting with the volume buttons.

No Ringer Sound (failure CompTIA code B05)

1.
2.
3.

Check that the Ring/Silent switch is set for ring and not vibrate.
Check volume level with volume button.
Check Ringtone volume setting in Settings > Sounds.

No Vibrate (failure CompTIA code B05)

1.
2.
3.

Check Vibrate settings for both Silent and Ring in Settings > Sounds.
Toggle the Ring/Silent switch to verify vibrate.
Power iPhone off (red slider) then on.

This accessory is not made to work with iPhone Message (failure CompTIA
code B09)
Make sure of the following:
1. The accessorys package says Works with iPhone and not Made for iPod
2. The iPhone dock connector is free of any debris
3. The Works with iPhone accessorys connector is free of debris
4. The iPhone is securely connected to the accessory; not crooked or making partial
connection.
5. If available, try another accessory.
Different SIM detected. Please connect to iTunes. Message (failure CompTIA
code B08)
This can be caused by inserting a SIM card that is not the SIM used for the iPhones
current activation.

Invalid SIM card installed Message (failure CompTIA code B08)

This can be caused by inserting a non-Apple authorized Carrier SIM card.

GPS Not Functioning (failure CompTIA code B0C)

If GPS is not functioning, please make sure of the following:
Airplane Mode is not enabled.
Positioning Systems is not disabled in Settings > General > Location Services.
The iPhone 3G has a wide field of view of the sky (this may require being close to a
large window or actually being outside in a unobstructed area).
Note: GPS functionality does not have its own settings and is only disabled as
mentioned above.
Several factors can affect GPS accuracy:
Unobstructed view of the sky: GPS satellites orbit above the earth. Car roofs,
buildings, tinted glass can block GPS signals.
Wide field of view: GPS requires at least four satellites to accurately determine
location, and visibility to the horizon is useful. GPS may be unable to determine
position in cities, deep valleys or canyons.
Accurate time: GPS compares the GPS satellite time to the iPhones current time. If
the time is off by a few minutes, it takes longer to determine position correctly.
Note: Initial GPS location can take time, depending on the number of visible satellites.
When available, the iPhone 3G uses cell towers and Wi-Fi to quickly determine initial
position, fine-tuning as the GPS signal increases. After the iPhone 3G receives a strong
GPS signal from multiple satellites, it relies more on GPS positioning. If cell towers or
Wi-Fi is unavailable, the device may take several minutes to calculate an accurate
position.

Location indicator using

cellular towers or Wi-Fi

Location indicator using GPS

Temperature Alert (failure CompTIA code B07)

iPhone 3G monitors its internal temperature. If the temperature exceeds Apple
specifications, the iPhone begins reducing power consumption (which reduces heat
generation) and can automatically power itself off to protect internal components.
The iPhone must cool down before resuming use.
The iPhone 3G follows these steps:
1.
2.
3.

Battery charging is disabled.

Display brightness dims, cellular transmission power is reduced.
Applications close, phone calls end, a Temperature aler message (below) appears.

4.

If a Temperature alert message appears, only emergency calls may be possible.

If not making emergency calls, power off the iPhone (Hold down the Sleep/
Wake button until the red slider appears, then slide it).
Move the iPhone to a cooler location and let it cool down for several minutes
before resuming use.
Note: If the iPhone has already powered off due to excessive internal
temperature, the alert message will not be seen.
iPhone 3G powers off.

Warranty Coverage
Issues Covered Under Hardware Warranty Apple covers defects in materials and
workmanship on the iPhone under normal use for a period of ONE (1) YEAR from the
date of retail purchase by the original end-user purchaser. Failure that has resulted
from malfunctions in the iPhone, not due to any exclusions as noted below, are
covered under warranty.
Issues Not Covered Under the Hardware Warranty
This warranty does not apply to:
a) Damage caused by use with non-Apple products;
b)Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external
causes;
c) Damage caused by operating the product outside the permitted or intended uses
described by Apple;
d)Damage caused by service (including upgrades and expansions) performed by
anyone who is not a representative of Apple or an Apple Authorized Service
Provider (AASP);
e) A product or part that has been modified to alter functionality or capability without
the written permission of Apple;
f) Consumable parts, such as batteries, unless damage has occurred due to a defect in
materials or workmanship;
g)Cosmetic damage, including but not limited to scratches, dents and broken plastic
on ports; or
h)If any Apple serial number has been removed or defaced.
Specific examples of failures or damage not covered under the warranty include:
Damage caused by intentional separation, opening, or disassembly of enclosure.
Damage or operational failure caused by the removal and re-insertion of external
and internal screws or parts.
Damage caused by punctures or holes in the outer case.
Cracked glass or LCD resulting from external cause [Please review Guidelines for
Damage Classifications]
Damage or failure caused by external force.
Damage or failure caused by liquid [Please review Liquid submersion indicator]
Damage or failure caused by wet or dry chemicals, (such as gasoline, acid,
corrosives), dust, soil, or foreign matter [Please review Debris or corrosion in ports]
Damage or failure caused by external heat or fire (internal heat damage is covered
unless as a result of an external cause).
Cosmetic damage from external causes, including dents, abrasions, scratches on
case, discoloration, cracking, peeling of metal or plastic parts of enclosure.

Not Covered Under Warranty or Eligible for Technical Support

Apple has discovered that some of the unauthorized unlocking programs available on
the Internet may cause irreparable damage to the iPhones software.
As part of the service process, Apple and providers should update the software on the
iPhone to the latest version. IF THE IPHONES SOFTWARE HAS BEEN MODIFIED, THE
IPHONE MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS
UPDATED. Making unauthorized modifications to the software on the iPhone violates
the iPhone software license agreement, and the inability to use the iPhone due to
unauthorized software modifications is not covered under the iPhones warranty.
Note: Independent of unauthorized unlocking software, an iPhone may still be eligible
for warranty service if the failure is due to a defect in materials and workmanship